Service Catalog - The Value Proposition

When it comes to the service catalog, IT organizations are well past the early-adopter stage. However, while service catalogs are more common, there are still challenges associated with these initiatives, and, unfortunately, for many it’s right out of the gate: getting the buy-in, funding, and adoption needed to be successful (or even get traction).

Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.

The concept of proactive problem management has been integral to ITIL for over 25 years. In practice it is rarely implemented, despite claims to the contrary.

James Finister explores what it really means to be proactive by decoupling problem management from incident management, and integrating it with wider IT capabilities including knowledge management, continuous service improvement, test management and DevOps.

Yes, I admit it: the title is a cheap trick to grab your attention. But this is not just clickbait: this webinar is about ITSM as one of the oldest professions in IT. Ever since the development of the first information systems, there has been a need to manage them. This webinar explores the emergence of the ITSM discipline, its shortcomings in the digital era, and how DevOps fills one of the gaps.

This webinar is brought to you by the Vivit DevOps Special Interest Group.

Businesses need to be more responsive to market changes and meeting customer demand for improved services and better user experiences. In order to meet such high expectations and be competitive in your market, it requires great flexibility and speed throughout the organization. DevOps enables your software development, infrastructure and operations teams to identify and eliminate inefficiencies through communication, collaboration, and automation.

The focus will be describing how service management is moving towards Self-Service automation as a way of improving service delivery. We will mention the need for tools and strong processes, as a way of enhancing our Self-Service capability. We will walk through a client case study where Self-Service has been adopted and huge successes being witnessed across the organization, as well as talking about some of the key pitfalls to be aware of when rolling out this core feature.

The business is increasingly demanding of IT: do more with less; support the business units in establishing a competitive lead; deliver innovation; be agile and work faster. SIAM looks like it might be useful, but the case will have to be built on the contribution to the business. Where is the return, the risk and how to get started?
In this session, William will take you through building a strategic approach that is relevant and compelling to the business and manages the risks.

Speaker's Bio:

William works in the delivery of transformational change, supporting his clients in capturing the greatest benefit from their IT and BPO services. His work combines strategy, sourcing advisory, operational delivery, financial and commercial aspects, including the resolution of disputes. He has delivered several SIAM assignments, working for both suppliers and client-side.
William has worked with leading outsourcing providers and PA Consulting, a leading management consultancy, now running his own firm as well as delivering with others. He is a qualified accountant (ACMA), chartered engineer (CEng), an experienced project and programme manager, is skilled in service management, is a chartered IT Professional, a member of the British Computing Society and holds an MBA degree from London Business School.

Micro Focus Product Management and Greenlight group will dive into the details of Micro Focus’ Enterprise Grade IT Service Management Automation and Operations Bridge product suites - showcasing the most recent advances that ease bringing cloud native capabilities to the mainstream IT Operations organizations.

Successful SIAM initiatives require significant tool considerations. Without preparing work management systems, SIAM aspirations remain un-executed ideas at worst, or prohibitively expensive at best. This session provides detailed concepts to help you engineer for SIAM success. Concepts will be demonstrated on an application built for purpose on the ServiceNow platform. If you learn these skills on the job, it will be too late!

Digital transformation, acceleration, innovation. Buzzwords or not, these words reflect the reality of every existing business fighting for new revenue streams, better customer experience, and faster delivery of new services.

To support these business objectives, IT organizations need to focus on increasing performance and workforce productivity without driving additional costs. At the same time, it is imperative that tools need to adapt to the way people work today.

In this session we will present the new, re-architected Micro Focus ITSM Automation solution (formerly known as HPE ITSM Automation). Micro Focus ITSM Automation software can be installed on Amazon Web Services, brings a new user experience, greater collaboration, and many other new capabilities. It is based on machine learning and analytics, to adapt the tools to the needs of business users and IT.

Join our live webinar and learn:

•Why choice, flexibility and speed in ITSM deployment is important
•What data is needed so that service desk agents can become more productive and proactive
•How to solve issues faster with increased collaboration among both end users and ITSM staff

Greenlight Group, a managed service provider, will discuss what helps them meet the most stringent SLAs while constantly providing new service offerings to their customers.

During the webinar, you will also see the new ITSM Automation release live in action.

Steve Morgan, IT Service Management, IT Management and SIAM Consultant, Syniad IT

Service Integration and Management (SIAM) has been prevalent in the industry for a number of years. As more and more organisations look to adopt SIAM strategies, how is the concept of SIAM evolving? What are the key developments which customers should be considering in their SIAM programmes and what are customers demanding from the service provider community?

Service Integration and Management (SIAM) is the new black. In recent years SIAM has attracted the attention of business leaders challenged by a new reality, dealing with complex IT environments where services are often sourced from a number of service providers. SIAM has a different level of focus to traditional multi-sourced ecosystems with one customer and multiple suppliers. It provides governance, management, integration, assurance, and coordination to ensure that the customer organization gets maximum value from its service providers.

Join the SIAM Professional Lead Architects, Simon Dorst and Michelle Major-Goldsmith and they will take you on a journey to consider what SIAM really means, the various forms it can take, the business drivers and benefits and the main considerations when seeking to move to a SIAM ecosystem. They will explain the transition of SIAM from its roots within UK government in the early 2000’s to the formalization of SIAM as a management methodology with fully defined, practices, layers, structural areas and roles and even professional training courses and associated accreditation.

Service Integration focuses on managing the delivery of services provided by multiple Service Providers and is being adopted rapidly by organizations. The presentation focuses on key principles of Service Integration as well as on insights and practical examples within SIAM.

Are you about to start a SIAM transformation? Perhaps you have already started? This is a guide to implementing SIAM principles in a practical way. It discusses the experiences of a practitioner using the principles that have proven to work (and some that have not worked). There are no magic incantations required, no rote learning, just practical guidelines that can be used to keep your implementation of track.

Points discussed:
- Why SIAM? Defining your goals
- The factors correlated with success
- And those that are not!
- Understanding the Services you are Integrating and Managing
- Aligning your contracts and architectures with your services
- Where can I find more information?

ITIL is still relevant and more important than ever to manage
the business pressures to operate lean and be more agile. ITIL
is the core foundation to ITSM disciplines to manage the
“chaos” effectively. In this webinar, learn the inner workings
of The Authentic Service Lifecycle in relation to DevOps
concept, and what the term Value Visibility means and why its
so important to know for ITSM success.

We will also go over the three fundamental building blocks of
transformation to achieve the right collaborative model for
your business.

Two innovative yet culturally disruptive technologies can totally change the way we view transportation and reveal what’s next in service delivery. If a car can drive itself, surely IT can deliver a far more automated self-service experience! This break from the normal approach looks at developing a service portal that’s as innovative as Uber, using technologies like chat bots and Alexa, Siri or Cortana to provide a new way to access knowledge, log tickets and free up technicians for resolution and more strategic opportunities

Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.

ITSM has long been recognised as a critical element in the delivery and management of IT services. With the advent of new approaches such as Agile and cloud, driven by the need for Digital Transformation, this webinar will explore the importance and relevance of ITSM in today’s IT departments. We will consider if and how ITSM practices need to evolve to meet the needs of IT and the business units it serves.

Many organizations are using the ITIL framework in their day to day operations. Often, the processes are implemented but they rarely offer the value that was expected. The COBIT 5 framework has evolved from a practice used by auditors to a framework that is focused on governance and management of IT with many uses across the enterprise. In this presentation, we’ll look at how key areas of the COBIT framework can enable the continuous improvement of the ITSM processes that really matter to IT and the business. We’ll also look at real world examples of how the framework is applied to create a repeatable approach for understanding process capability and enabling continual improvement of ITSM processes.

In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.

Speaker's BIO:

Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.